Post by ruhaimaromana22 on Nov 6, 2024 7:09:07 GMT
Since June, we have been working on a large project — an audit of the customer service of online consultants. We can tell you everything about the speed of service, the kindness and indifference of operators, about working and non-working technologies. But we will not terrorize you with a longread with hundreds of conversations, but will show you five chats of the bright and dark sides of business-client relations.
Darkness
bad online consultants
Under this provocative name, we have collected chats in social media marketing service which the client feels discomfort and does not receive any benefit. This is the dark side of customer service, where companies do not care about the client and do not try to build relationships with them. Commitment to the dark side leads to loss of clients and low LTV.
Common mistakes of bad chats on websites:
slow response rate;
rudeness of operators;
ignoring customer questions;
ignoring customers' emotions;
asking to leave a phone number when the client is not ready to do so;
technical problems with chats and chatbots.
Read also: How to choose an online consultant for a website
1. The first chat is from a study of car dealers. The main problem is that the client did not receive any information, but wasted his time to log in and wait for Alina's "unsubscribe". For the company, this is money wasted, because the annual cost of the software that should generate leads has been paid, but the leads are "merged" by operators.
If the operator does not have time to respond, it is better to leave an offline application on the site, in which the client will leave a phone number and will not waste time waiting for information.
2. Two chats of different real estate agencies are united by one problem - they do not work. The agencies do not even try to communicate: one chat has a complex menu, the other a chat bot, and both address Russian users in English.
Read also: Chatbots in customer service: a necessity or an empty trend?
Online consultant #2, after our persistent attempts to get the bot to talk, finally got in touch, but it took four questions. This means that the dialogue with the client was seen by a real agency manager from the very beginning and he didn’t even think to intervene.
chat with real estate agency
chat with real estate agency
bad chat with real estate agency
bad chat with real estate agency
3. Cases when you have to communicate with one company several times are indicative. We had to conduct two dialogues with the next agency to collect screenshots. The thing is that a technical problem in the chat prevents the company from storing the correspondence history — all important client data disappears immediately after the chat is closed.
This case is a conversation with a bank manager, a request to select a card. The problem here is the lack of friendly contact. You want to leave the chat (and the bank) as soon as possible, because the operator responds aggressively: “go ahead”, “look”, “go” — the instructions in each case are not softened even by a simple “please”. The rude tone of the operator is not the only problem, the girl also does not want or cannot consult the client, but only gives links.
Darkness
bad online consultants
Under this provocative name, we have collected chats in social media marketing service which the client feels discomfort and does not receive any benefit. This is the dark side of customer service, where companies do not care about the client and do not try to build relationships with them. Commitment to the dark side leads to loss of clients and low LTV.
Common mistakes of bad chats on websites:
slow response rate;
rudeness of operators;
ignoring customer questions;
ignoring customers' emotions;
asking to leave a phone number when the client is not ready to do so;
technical problems with chats and chatbots.
Read also: How to choose an online consultant for a website
1. The first chat is from a study of car dealers. The main problem is that the client did not receive any information, but wasted his time to log in and wait for Alina's "unsubscribe". For the company, this is money wasted, because the annual cost of the software that should generate leads has been paid, but the leads are "merged" by operators.
If the operator does not have time to respond, it is better to leave an offline application on the site, in which the client will leave a phone number and will not waste time waiting for information.
2. Two chats of different real estate agencies are united by one problem - they do not work. The agencies do not even try to communicate: one chat has a complex menu, the other a chat bot, and both address Russian users in English.
Read also: Chatbots in customer service: a necessity or an empty trend?
Online consultant #2, after our persistent attempts to get the bot to talk, finally got in touch, but it took four questions. This means that the dialogue with the client was seen by a real agency manager from the very beginning and he didn’t even think to intervene.
chat with real estate agency
chat with real estate agency
bad chat with real estate agency
bad chat with real estate agency
3. Cases when you have to communicate with one company several times are indicative. We had to conduct two dialogues with the next agency to collect screenshots. The thing is that a technical problem in the chat prevents the company from storing the correspondence history — all important client data disappears immediately after the chat is closed.
This case is a conversation with a bank manager, a request to select a card. The problem here is the lack of friendly contact. You want to leave the chat (and the bank) as soon as possible, because the operator responds aggressively: “go ahead”, “look”, “go” — the instructions in each case are not softened even by a simple “please”. The rude tone of the operator is not the only problem, the girl also does not want or cannot consult the client, but only gives links.